Director Call Center General Manager

We are seeking an experienced dynamic Call Center General Manager to lead our consumer call center supportingemployees. The ideal candidate will be responsible for overseeing all aspects of call center operations building and sustaining a positive high-performing culture and ensuring alignment with organizational goals. This is a hands-on leadership role requiring a blend of strategic vision operational expertise and strong relationship managementboth with employees partners and union leadership.

Key Responsibilities

• Operational Leadership:

• • Oversee daily operations ensuring the center meets and exceeds performance metrics (service levels quality customer satisfaction efficiency etc.).

  • Drive continuous improvement initiatives in process technology and workflow to optimize productivity and customer experience.

  • Develop and implement business plans budgets and resource allocation strategies.

• Culture Building:

• • Foster an inclusive engaging and high-performance culture aligned with organizational values.

  • Champion employee engagement and recognition programs ensuring a positive work environment.

  • Lead by example modeling ethical behavior and respect in all interactions.

• Union Relations:

• • Create a positive relationship with union leadership that enables the business to meet customer needs while creating a positive environment for our employees.

  • Ensure compliance with collective bargaining agreements and labor laws.

  • Collaborate with Labor Relations and Human Resources to address grievances negotiations and workplace issues.

• People Leadership:

• • Lead coach and develop a team of managers supervisors and support staff to achieve operational excellence.

  • Implement succession planning talent development and performance management strategies.

  • Drive accountability through clear communication of expectations and regular feedback.

• Customer Experience:

• • Own all aspects of the customer journey within the contact center.

  • Analyze customer feedback and implement initiatives to improve satisfaction and loyalty.

• Risk & Compliance:

• • Ensure all regulatory and company compliance requirements are met (privacy security labor laws etc.).

  • Identify assess and mitigate risks related to operations people and technology.

• Stakeholder Engagement:

• • Build strong relationships with internal and external stakeholders including executive leadership peer departments vendors and the union.

  • Represent the call center in cross-functional projects and organizational initiatives.

Qualifications

Required:

• 10 years of progressive leadership experience in large-scale call center operations (500 employees) including at least 3 years in a senior management role.

• Demonstrated success in driving operational efficiency customer satisfaction and employee engagement.

• Experience managing centers that support multiple lines of business.

• Strong financial and analytical acumen with experience managing large budgets.

• Excellent communication negotiation and conflict resolution skills.

• Proven ability to lead through change and ambiguity.

Preferred:

• Bachelors degree in Business Administration Management or related field (Masters preferred).

• Experience with digital transformation in contact centers (AI automation omnichannel platforms).

• Experience managing union-represented workforces and working with collective bargaining agreements.

Key Competencies

• Strategic Thinking

• Results Orientation

• Employee Engagement

• Change Leadership

• Relationship Management

• Problem Solving

• Emotional Intelligence

Our Director - Call Center General Manager earns between $155400 and $233200 USD annually not to mention all the other amazing rewards that working at AT&T offers. The individual starting salary within this range may depend on geography experience expertise and education/training.

Joining our team comes with amazing perks and benefits:

• Medical/Dental/Vision coverage

• 401(k) plan

• Tuition reimbursement program

• Paid Time Off and Holidays (based on date of hire at least 23 days of vacation each year and 9 company-designated holidays)

• Paid Parental Leave

• Paid Caregiver Leave

• Additional sick leave beyond what state and local law require may be available but is unprotected

• Adoption Reimbursement

• Disability Benefits (short-term and long-term)

• Life and Accidental Death Insurance

• Supplemental benefit programs: critical illness accident hospital indemnity group legal

• Employee Assistance Programs (EAP)

• Extensive employee wellness programs

• Employee discounts up to 50% off on eligible AT&T mobility plans and accessories

• AT&T internet (and fiber where available) and AT&T phone

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It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age color national origin citizenship status physical or mental disability race religion creed gender sex sexual orientation gender identity and/or expression genetic information marital status status with regard to public assistance veteran status or any other characteristic protected by federal state or local addition AT&T will provide reasonable accommodations for qualified individuals with disabilities.AT&T is a fair chance employer and does not initiate a background check until an offer is made.